The TouchPoints: Moments that Matter podcast was created to explore the real drivers of patient experience across the healthcare journey. Hosted by Melissa Gilkes-Smith, a healthcare operations leader and founder of Healthcare Management Consulting Group (HMCG), the podcast brings a practical, real-world lens to how healthcare organizations create meaningful, lasting patient relationships.

In each episode, Melissa breaks down the moments that shape perception, from first exposure to long-term loyalty, through conversations with healthcare leaders, clinicians, and operators who are actively transforming care delivery. Grounded in the Nine Pillars of Patient Experience, the podcast connects strategy, operations, and human connection to what matters most.

TouchPoints is committed to helping healthcare leaders build a Culture of Care, rooted in accountability, compassion, collaboration, and empathy, so they can elevate patient experience, strengthen teams, and drive sustainable growth.